Problem management with ServiceDesk Plus Cloud
Summary
TLDRThis video tutorial showcases the problem module in Managed Engine Services Plus, a cloud-based helpdesk solution. It demonstrates how to create problems, either directly or by converting requests, and includes specifying details like the reporter, affected services, and problem resolution time. The video also covers adding known errors, tasks, workarounds, and solutions, as well as setting reminders and notifications. It highlights associating incidents with problems and generating custom reports, providing a comprehensive guide to effective problem management.
Takeaways
- 🔧 The video introduces the 'Problems' module in Managed Engine Services Plus, a cloud-based helpdesk solution.
- 📝 Problems can be created directly in the module or converted from existing requests.
- 👤 Users can specify the name of the reporter, details, and time frame for problem resolution when creating a new problem.
- 📁 Attachments can be added to a problem with a file size limit of 10 MB per attachment.
- 🔍 The 'Known Error' option allows technicians to identify if a problem is a known error and provide relevant analysis.
- 📋 Technicians can add tasks, workarounds, and solutions to problems, with solutions potentially being added to the knowledge base.
- ⏰ Reminders and work log entries can be set for problems, with the ability to track time and cost spent on resolution.
- 🔔 Notifications can be configured for various problem-related events, such as when a problem is assigned or a request is associated with it.
- 🔗 Incidents can be associated with problems, allowing for a comprehensive view of related issues.
- 📊 The application supports generating both predefined and custom reports for the problems module, with options to schedule these reports.
- 📊 Dashboards are available for problem management, providing an overview of problem-related data and metrics.
Q & A
What is the primary focus of the video?
-The video focuses on the 'Problems' module in the Service Desk Plus application, which is a cloud-based helpdesk solution.
How can you create a problem in Service Desk Plus?
-You can create a problem by either going directly to the 'Problems' tab and clicking 'New Problem' or by converting an existing request into a problem.
What information is required when creating a new problem?
-When creating a new problem, you need to specify the name of the user who reported the problem, the details required for the problem, the time within which the problem should be completed, affected services, and involved assets.
What is the maximum file size limit for attachments in a problem?
-The maximum file size limit for each attachment in a problem is 10 MB.
How can a technician specify if a problem is a known error?
-A technician can specify if a problem is a known error by using the 'Known Error' option and providing details such as impact, root cause, and symptoms in the 'Analysis' tab.
What additional information can be added to a problem?
-Technicians can add tasks, specify workarounds or solutions, set reminders, add work log entries, and associate incidents to a problem.
How can a solution to a problem be added to the knowledge base?
-A solution to a problem can be directly added to the knowledge base from the 'Tasks' tab.
What notifications can be set up for problems in the application?
-Notifications can be set up for various events such as when a problem is assigned to a technician, or when a request is associated with a problem.
How can a request be converted to a problem in Service Desk Plus?
-A request can be converted to a problem by going to the 'Request' module, clicking on the subject of the request, and then clicking 'New' next to 'Associated Problem' to specify the problem details.
What reporting features are available for the problems module?
-The application offers predefined reports for the problems module, and users can also create custom reports by selecting the required columns and scheduling them.
How can users access dashboards for problem management in Service Desk Plus?
-Users can access problem management dashboards by going to the 'Home' page, clicking the 'Dashboard' button, and selecting 'Problem' to change the dashboard view.
Outlines
🛠️ Problem Module in Service Desk Plus
This video provides an in-depth look at the Problem module in Managed Engine Services Plus, a cloud-based helpdesk solution. It explains how to create problems in the Service Desk Plus application, either directly through the problem module or by converting an existing request. The process involves specifying details such as the name of the user reporting the problem, the problem's details, completion time, affected services, and involved assets. It also covers the ability to attach files (up to 10 MB per attachment), set known error statuses, add analysis details, tasks, workarounds, and solutions. The video further discusses adding work log entries, setting reminders, sending notifications, associating incidents, and customizing notification rules. It concludes with generating reports and utilizing dashboards for problem management.
Mindmap
Keywords
💡Managed Engine Services Plus
💡Problems Module
💡Requester
💡Known Error
💡Analysis Tab
💡Tasks
💡Workaround
💡Work Log
💡Notifications
💡Incidents
💡Reports
Highlights
Introduction to Managed Engine Services Plus, a cloud-based helpdesk solution.
Exploration of the Problems module in Service Desk Plus application.
Multiple ways to create problems, including direct creation and conversion from requests.
Step-by-step guide on how to create a new problem.
Specification of user details and problem completion time.
Identification of affected services and involved assets.
Adding a title, description, and attachments to a problem.
Overview of problem details and associated tasks.
Use of the known error option to categorize problems.
Analysis tab for specifying impact, route cost, and symptoms.
Adding tasks to a problem and specifying workarounds or solutions.
Direct addition of problem solutions to the knowledge base.
Setting reminders and adding work log entries for problem resolution.
Calculating secure time and cost, and adding work clocks to problems.
Sending notifications and viewing problem history.
Associating incidents to problems for better management.
Customization of notification rules for problem assignments and associations.
Conversion of requests to problems for streamlined issue handling.
Generating and scheduling reports for problem management.
Availability of dashboards for monitoring problem management.
Transcripts
hello and welcome to another video for
managed engine services plus the
cloud-based helpdesk solution today we
will be taking a look at the problems
module in the Service Desk plus
application you will be able to create
problems in multiple ways one is by
going directly to the problem module and
creating the problem or you can convert
an existing request to a problem in the
application let's take a look
click the problems tab and click on the
new problem button to create a problem
specify the name of the user who
reported the problem or you can choose
from the requester list specify are the
details that are required for the
problem and also specify the time within
which the problem should be completed
you can specify what other services that
are getting affected and the assets that
are involved with this particular
problem specify a title and a
description from the problem and you can
also attach files with the size limit of
10 MB per attachment once you click Save
this is how your problem will look like
you get quick details of the problem and
on the right hand side you get the
details like whether the problem is a
known error what are the tasks that are
associated in it as Dubai and so on
using the known error option the
technician can specify whether the
problem is a known error or not a
technician can go to the analysis tab
and specify the details such as the
impact the route cost and the symptoms
for the particular problem he can add
those details either as a text or he can
simply attach it as a file you can also
add tasks to a problem from the tasks
tab just like how we do for the request
and technician can also specify a
workaround for a problem or a solution
this solution can be directly added to
the knowledge base as well technicians
can also set reminders and add work log
entries for problem while entering a
work log entry technician can simply
specify how many hours they took to
resolve a problem which will
automatically calculate take secure time
specify the cost and you can add a work
clock to the problem you can also send
out notifications and view the
notifications over here and you can also
get a history on what has happened on
this particular problem
technicians can also associate incidents
to a problem
clicking on the attach button and choose
the incidents that are associated with
this particular problem technicians can
associate multiple incidents to problems
in the application you can also set up
notifications for problem in the
application by going to set up and under
automation you got the notification
rules click the problem tab and you will
be able to set up notification like
allowed the technician by email on a
problem was assigned to him or when a
request is associated to the problem and
so on all these notification templates
are customizable as per your preference
as I said earlier you will be able to
convert requests to problems as well you
can do that by going to the request
module click on a subject of the request
and click associated problem click new
next to the associated problem specify
the details for this particular problem
and you will be able to convert this
request to a problem in the application
once an incident is converted to a
problem you can click on the title to
get a quick view on the problem and you
can also pop it out to view the complete
problem details in the application you
can also generate reports for problems
as well in the application go to reports
and you have your predefined reports
over here and also you can create custom
reports as well for the problems module
choose the columns that are required and
you will be able to generate your own
report in the application this report
can also be scheduled just like how we
did for the request module in the
application similarly you also have
dashboards available for the problem
management as well go to home click the
dashboard button choose the problem in
the change dashboard
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